Customer Service Supervisor

Digi International provides machine-to-machine and Internet of Things connectivity products and services. The Customer Service Supervisor oversees daily Customer Operations, managing complex subscription and renewal transactions, improving processes, supporting and developing the team, and ensuring customer satisfaction and service levels.

Responsibilities:

• Lead and Support Customer Service Representatives: Supervise a team of representatives responsible for managing customer inquiries, including SaaS-related questions, responding to emails, processing subscription-based orders, and addressing customer concerns with professionalism and accuracy
• Achieve and Maintain Service Levels: Monitor and ensure team performance meets or exceeds defined service level agreements (SLAs), including response times, order accuracy, and customer satisfaction, with a focus on the unique needs of SaaS order processing and subscription management
• Manage and Develop Employees: Oversee scheduling, timekeeping, and attendance for staff, while providing regular coaching, training, and performance evaluations to drive individual and team success in a SaaS-driven customer service environment
• Streamline SaaS Order Entry and Email Processes: Identify and implement improvements to workflows related to email response and SaaS order entry, focusing on automation and process optimization to enhance efficiency and scalability
• Handle Escalations and Resolve Issues: Act as the point of contact for escalated customer issues, particularly for complex SaaS subscription or billing inquiries, working to resolve concerns quickly and effectively while maintaining a positive customer experience
• Track and Report Key Metrics: Analyze team performance data, including SaaS order processing times, subscription management accuracy, and email response rates, to identify trends and recommend strategies for continuous improvement
• Foster a Positive Team Environment: Cultivate an inclusive and supportive work environment by addressing team challenges, recognizing achievements, and promoting open communication, ensuring the team is equipped to manage the unique demands of SaaS customer service

Requirements:

• 5 years+ of Customer Service Experience (not just call center)
• Proactive Problem Solver: Demonstrates the ability to identify challenges and implement solutions independently, minimizing disruption to the team and customers
• Process Improvement Champion: Proven track record of enhancing at least five systematic processes to improve team efficiency, streamline workflows, or reduce manual tasks, ultimately making direct reports' jobs easier
• NetSuite Expertise: Extensive experience with NetSuite or similar ERP systems, including optimizing features to simplify processes, scale operations, and reduce redundancies for the team, ideally with SaaS experience
• Team-Centered Innovator: Proactively identifies opportunities to minimize repetitive work for direct reports through automation, resource reallocation, or refined workflows
• Collaborative Team Player: Builds strong relationships across departments, fostering open communication and teamwork to ensure processes and improvements align with broader organizational goals
• Effective Communicator: Clearly articulates improvements, expectations, and strategic plans to the team and stakeholders, ensuring alignment and engagement
• Empowering Leader: Creates an environment where team members feel supported and equipped with tools, resources, and streamlined processes to excel in their roles
• Reliable and Accountable: Delivers consistent results, meeting deadlines for process changes and holding the team to high standards of accountability and performance
• Adaptable and Resilient: Excels in dynamic environments, adapting strategies to manage change while maintaining team productivity and morale
• Customer-Focused: Deeply understands customer needs and ensures process improvements enhance the overall customer experience, aligning with service excellence goals
• NetSuite other ERP System SuperUser experience is highly desired